KATHERINE WILLIAMS
Trustmark Companies
Mayersville,MS
17
years of professional experience
Dynamic Customer Service Representative with proven success, excelling in order processing and escalation management. Recognized for enhancing customer satisfaction through effective communication and conflict resolution. Adept at utilizing Salesforce and Microsoft Excel to streamline operations, ensuring timely and accurate service delivery. Committed to fostering strong customer relationships.
Work History
Customer Service Representative
1 Year 5 Months- Resolved inbound customer inquiries, providing product, pricing, and availability support across phone and email channels.
- Investigated billing discrepancies and service concerns, delivering timely resolutions and clear follow-up.
- Processed orders, returns, and adjustments accurately within ERP and CRM systems.
- Coordinated with sales and operations teams to expedite order status updates and delivery issues.
Customer Service Representative Level 3
7 Months- Processed order entry, edits, and cancellations while maintaining data accuracy across ERP systems. Via Email correspondence.
- Coordinated with distribution, sales, and pharmacy teams to address backorders and delivery exceptions.
- Documented customer issues, resolutions, and service requests in CRM systems for consistent case tracking.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Educated customers about billing, payment processing and support policies and procedures.
CUSTOMER SERVICE REPRESENTATIVE
2 Years 10 Months- Answered inbound calls for order placement and inquiries, ensuring customer satisfaction
- Email Support providing customer service Via e-mail and chat
- Process orders and quotes
- Provided customer service via email and chat support, resolving issues efficiently
- Led peer team to enhance collaboration and support among members.
CUSTOMER SERVICE REPRESENTATIVE
1 Year 1 Month- Answered inbound calls regarding mortgage and escrow inquiries, providing accurate information to clients
- Managed communications with multiple banks and mortgage companies
- Processed mortgage and escrow payments, ensuring timely and accurate transactions
CUSTOMER SERVICE REPRESENTATIVE
2 Years 4 Months- Handled Escalated calls pertaining to Payroll and HR
- Created and maintained various spreadsheets for daily operational tasks.
- Processed numerous of spreadsheets for the day to day work purposes
RETAIL CONSULTANT
1 Year 11 Months- Sign New Customers up for service
- Assist Customers with Services we provide
- Process Payments and make appointments for Service
- Place orders
- Answer inbound & made outbound calls
- Track and correspond with partners and customers
- Fax, E-mail customers and partners
CALL CENTER REPRESENTATIVE/MANAGER
6 Years 3 Months- Handled inbound/outbound calls from current and new customers
- Processed Payments
- Handled Escalated calls and complaints
- Helped customers with explanation of bills
- Sign New Customers up for service
- Help Existing customers and Peers with upgrade and troubleshooting
- Payroll and Peer building and Monitoring
Education
High School
Skills
Order processing
Email support
Escalation management
Payment processing
Data entry
Customer relationship management
Team leadership
Conflict resolution
Call handling
Time management
Effective communication
Problem solving
Attention to detail
Active listening
Complaint resolution
Sales transactions
Professional phone voice
Team collaboration
Critical thinking
Computer skills
Microsoft Excel
Trained in Salesforce
Sales and upselling
Timeline
Customer Service Representative Level 3
Cardinal Health
01.2026 - 08.2026Read More
Customer Service Representative
Trustmark Companies
06.2025 - 11.2026Read More
CUSTOMER SERVICE REPRESENTATIVE
W.W. Grainger
01.2022 - 11.2024Read More
CUSTOMER SERVICE REPRESENTATIVE
Dovenmuehle Mortgage
11.2020 - 12.2021Read More
CUSTOMER SERVICE REPRESENTATIVE
Alight Solutions
06.2018 - 10.2020Read More
RETAIL CONSULTANT
Time Warner Cable/ Spectrum
07.2016 - 06.2018Read More
CALL CENTER REPRESENTATIVE/MANAGER
U.S.Cellular
03.2010 - 06.2016Read More
Waukegan High School
High School
Read More